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Item Summary |
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Item Summary |
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CRSE SQMA
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| 1 - 4/16/2009 03:00 PM Eastern |
This is part of ASQ’s series on Service Quality Measurement. The series includes modules on planning for measuring service quality, efficiently and effectively measuring service quality, analyzing service quality data and writing surveys to collect Service Quality data. You made the effort to collect data from your customers, now what? Turn your customer data into action items. Capitalize on your strengths. Eliminate your weaknesses. Analyzing begins with understanding the tools you will need to analyze the data you have. You’ll then learn how to link the data to your organization’s goals and objectives to drive business results. Finally, you’ll learn how to plan for and implement improvements to your system. Use your organization’s information to create your own “case study,” and have practical “next steps” to improving your planning process.
As a prerequisite, please bring examples of actual reports, surveys, etc. from any quality service measurement program you might have such as:
· Call center data
· Customer care data
· Complaint data
· Employee and customer satisfaction and loyalty data
· Customer care data
· Complaint data
· Employee and customer satisfaction and loyalty data
Member Price: $450
List/Forum/Division Price: $550 |
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| 8.50 |
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ASQ Customer Service |
| 0.00 |
0.70 |
0.70 |
- Identify appropriate customer satisfaction and loyalty data, draw conclusions, and/or make recommendations for improvement.
- Use customer satisfaction and loyalty measurement data to understand and positively affect business results.
- Plan and implement improvements from satisfaction and loyalty measures and analysis. |
Virtual and Classroom-based |
| The course is for anyone involved in service quality, customer service, sales, or marketing. |
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